Adding Comments via Triggers and Automations

79 Comments

  • Jennifer Rowe

    Wow, Jason, thanks for helping out!

    0
  • Steve Morrell

    Thanks for the assistance everyone. I am considering options, and working through this with ZD support.

    Our previous tracking system had no automatic elements, so if a customer wasn't responsive, it was up to the support engineer to remember to remind them for data, and close the ticket as appropriate. The fact that Zendesk could automate this was a big selling point of the system, as it significantly saves effort and cuts down on delays. I was always under the impression that this was a supported workflow, and I'm stunned that it apparently isn't.

    We have lots of companies with super users, and we have lots of people in our company that are light agents, and may need to dip in and out of Zendesk. Our rule of thumb is that if our CEO is about to meet a super-user from a company, the super-user must be able to dip in to the tickets, and understand the state easily. If they don't see a clear audit trail of why a ticket is closed, and that we gave the user fair warning, then they can raise that with our CEO. Our CEO should then be able to explain what has happened easily. All this needs to be totally clear and straightforward, as these users are not regular users.

    Oddly, ZD doesn't seem to have an audit trail in their tickets in this way. Since using Zendesk however, I have noticed some companies that I deal with in my civilian life use it, and they all seem to use automatic notifications in this way. My feeling is that this is a common workflow, that needs to be robust and supported natively. If there is any doubt about a note being added, that is quite severe.

    Is there any way to understand what causes there limitations? The automation that I have seen this with is changing two variable, and using a target to add a public comment. Will this be guaranteed to work if this is refactored so the public comment is in an automation of it's own? 

    0
  • Phil Holcombe

    Steve,

    I might be missing something obvious here, but if your need is to add a workflow such as  reminding a customer that you are still waiting for their response, that is pretty easy to do with Zendesk Support. You can simply do that by having an automation that emails the requester, with the text you'd like, including elements like the subject, id, etc. You can even do some magic with liquid markup to do more programmatic tweaking.

    You don't need to be able to add a public comment to do that. 

    The only downside is that your agents will only see that the customer has been emailed, if they select 'events' in the ticket view.

    Phil

    1
  • Steve Morrell

    Hi Phil,

    In that case, customers would not have an audit trail in the ticket. A super-user from a customer could skim the tickets from their organization, and potentially see a ticket closed with no explanation.

    Also, am I correct that the "email user" would not notify people who are cc'ed? Some of our tickets have other customers cc'ed for visibility (team leads, colleagues, other interested parties).

    I agree that our internal people would be able to see what has happened through the events, but we have many of our account managers, etc. as light agents, so they can view tickets. Some of these people are only occasionally in ZD. Asking them to be able to interpret events would not work. The history when events are enabled can get very long and convoluted.

    The rule of thumb is "If the CEO was challenged about this in a customer meeting, could they answer quickly and correctly."

    Regards,

    Steve 

    0
  • Phil Holcombe

    Fair enough Steve, very good points. The easier workflow possibilities ( e.g. emailing the requester ) is definitely a compromise, in ways you outline.

    I believe that you're right, that the CCs are not going to receive the the notification that the requester has received an email.

    It would certainly be great if Zendesk provided the ability to add a public or private comment within triggers or automations. 

    1
  • Jennifer Zou

    I found that this method works!! BUT it does NOT notify CC list.... 

    0
  • Jason Littrell

    @Jennifer CC notifications are independent from requester notification triggers, but they follow similar logic. If the comment is present and the user can see the comment, then the user will receive a notification. In your example, the comment is private so it won't be sent to CCs if they are set up as end-user profiles. If your the target URL includes `ticket[comment][public]=true` then the comment will be public, and all users should receive a notification.

    2
  • John L.

    I'm having problems getting the URL Target to work as it keeps saying:
    Error during transmission:  HTTP client call failed

    Here are the settings I'm using:
    URL:  https://MyDomainHere.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false
    Method: PUT
    AttributeName:  ticket[comment][body]
    UserName:  MyEmail@MyDomainHere.com/token
    Password:  7C3ev5z3n............

    I've regenerated the token multiple times but it doesn't seem to want to work.  I've read through this thread and the other one located here but with no luck.  Does anyone know what the issue could be here?  I would greatly appreciate any and all help here.

     

    0
  • Matt Palmer

    sure wish you didn't need to do this to get private comments added via trigger!

    0
  • Aleksandar Novkovic

    Sorry not a fan of doing this via an API.

    This is also highly valuable for Problem + Incident type ticket management.

    I have created a new article with my case scenario that you can see

    https://support.zendesk.com/hc/en-us/community/posts/115006901787-Add-Public-Comment-in-Trigger-Action-for-Problem-Tickets-linked-to-JIRA-

    0
  • Robert Smith

    Zendesk:

    Has there been any actually update about getting this in a trigger with Zendesk and not creating an API or adding a new app?

    Along with that, It states in the thread that this is not recommended by Zendesk..

     

    1
  • Jessie Schutz

    Hi Robert!

    In case you haven't seen it yet, we do have a fairly active thread about this suggestion in our Product Feedback forum. You can find it here: Allow a trigger to post comment updates. I'd definitely recommend that you add your vote and detailed use case!

    As far as whether this is something we're considering, I don't have an answer to that. I'll check with our Product Managers to see if I can find anything out for you!

    0
  • Michael Goldman

    Can you confirm this doesn't satisfy the SLAs as an agent response?

    0
  • James Green

    I've been using the method described here for automatically following up on Pending tickets after X time. It works very well, but we just added a second agent, and since the URL Target is linked to my username/token, the automatic response always comes from me, even if I'm not the assignee.

    Is there a workaround for this or will we need to clone the URL target and automation for each agent and add that to the automation criteria?

    0
  • James

    @ James Green  - You might look into the "author_id" property.  I am using several triggers to create automated private and/or public facing comments and ran into the same problem when testing.  My use case is slightly different as I was creating tickets using custom forms outside of ZenDesk where the assignee was selected from a dropdown menu and then passed into the ticket.  But for comments I was able to use the 'author_id' field to specify the author of a comment.  Another problem I ran into was figuring out how to make that field a variable rather than a distinct user id.  I accomplished this using a custom ticket field that houses the author id I passed when the ticket was created but there is surely a more efficient method, i.e. where author_id = assignee_id

    JSON below:

    {"ticket":  { "comment":  {
     "author_id": {123456789},
     "public": false,
     "body": "Test Comment" } } }

    0
  • James Green

    Thanks James!

    A bit tedious, but it looks like this is going to work.

    I added a custom ticket field, Assignee ID. In order to set it automatically with a trigger when the assignee changes, it has to be a dropdown. Fortunately, we only have 2 agents right now.

    Then I appended the target URL to:

    .../api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=true&author_id={{ticket.ticket_field_XXXXXXX}}

    Fingers crossed!

    0
  • Andrew Moskowitz

    It seems kind of crazy that there's no way to add an internal note via trigger.

     

    Our use case: We send out automated replies to users based on a number of keywords and such. Currently, the only way that an agent would know that this was done on a ticket is 1) via a tag that gets added and 2) because the user seemingly replied to nothing.

     

    We would love if there was a way to add the actual text of the autoreply into the ticket as an internal note.

    2
  • Rolf Guenze

    How do I create a automatic private comment when SLA's ticket is breached?

    Please, I'm newbie and need step-by-step to create the URL target and/or HTTP target and/or notify target in the triggers and automations.

    Thanks everyone.

    1
  • Nicole - Community Manager

    Hi Rolf et al - 

    There remains no native functionality to add an internal note via a trigger, as doing so is prone to creating a race condition. The logic behind this is best explained in this comment.

     

    0

Post is closed for comments.

Powered by Zendesk